Manager - Technical Support (11-13 yrs)

5 days ago

Gurgaon, Haryana, India Hire more Full time
Position Title: Technical Support Manager (B2B - International Support)

Department: Customer Support

Location: India

Shift Timings:

5:30 PM to 2:30 AM IST (US Shift)

8:00 PM to 5:00 AM IST

Key Responsibilities:

- Lead and manage a team of technical support executives.

- Handle technical support queries from international B2B customers for software variants.

- Ensure timely resolution of escalated issues; coordinate with R&D for bug fixes.

- Define and execute SLAs and ensure adherence.

- Maintain issue logs and reports in CRM.

- Conduct regular team training to keep pace with technological changes.

- Support customer software evaluations and ensure smooth onboarding.

- Manage key accounts for long-term retention.

- Drive and benchmark Customer Satisfaction (NPS).

Key Skills Required:

Technical Skills: Strong understanding of computer hardware, IT infrastructure, networking, cybersecurity, cloud platforms, and APIs.

Soft Skills:

- Excellent written and verbal communication

- Empathetic and customer-focused approach

- Team handling and inter-department coordination

Experience & Qualification:

Total Experience: 10 - 12 years in B2B technical support.

International Support Experience: At least 50% of total experience in handling international software/hardware support.

Qualification:

B.Tech / M.Tech / BCA / MCA (Computer Science or IT)

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